Functional Analyst II (Pass Sales Office)

About the role

This recruitment will be used to fill one (1) special duty assignment vacancy and may create an eligibility pool for future special duty assignment positions. The eligibility pool will be valid for 12 months from the date of posting and can be used at the discretion of the hiring authority.

Responsibilities

• Analyze the way the Pass Sales, Business Choice and Neighborhood Pop-Up teams use the ORCA system and make recommendations for system changes to improve the user and customer experience
• Manage ORCA technology, including identifying and managing new technology opportunities
• Troubleshoot system issues and assist with tracking, reporting, and escalating system-related concerns
• Support the in-person operations of the Pass Sales Office by providing technical and escalated customer service assistance
• Cookordinate system operations, enhancements, and development efforts with internal and external partners, including Mobility workgroups, King County departments, and community organizations, to support efficient service delivery and collaboration
• Define and document business functions and processes both in and outside of the ORCA system
• Aid in preparing and delivering user training
• Develop internal queries, reports and data tracking systems
• Demonstrate a commitment to equity and sustainability
• Promote an equitable, diverse and inclusive work environment and support diversity and inclusion goals
• Perform other duties as assigned

Requirements

• Experience working within the ORCA CRM (Salesforce), OFT & CST applications
• Demonstrated technical skills, including but not limited to proficiency in MS Office and the ability to learn new systems
• Understanding of the King County Metro and regional Fare Media Products
• Demonstrated knowledge of developing and utilizing tracking systems, data collection and analysis, and reporting
• Demonstrated skill in customer support and relations, and in the ability to communicate with diverse audiences in a tactful, diplomatic and sensitive manner
• Strong attention to details, as well as the ability to see how they fit into larger goals and objectives
• Demonstrated interpersonal skills, including the ability to effectively build and sustain positive relationships with people from diverse cultural, professional and socio-economic backgrounds
• Demonstrated skill in training, teaching and providing effective direction to others
• Demonstrated ability to work well with others and support a team’s success
• Demonstrated skill in working effectively and making sound decisions, even under stressful conditions
• Demonstrated experience promoting fairness, respect, inclusiveness, integrity, and ethical conduct in the workplace
• Demonstrated skill in planning, problem solving and setting appropriate priorities
• Excellent oral and verbal communication skills and the ability to tactfully navigate sensitive topics
• Demonstrated experience being a dependable and reliable team member

Qualifications

• Experience working within the ORCA CRM (Salesforce), OFT & CST applications
• Demonstrated technical skills, including but not limited to proficiency in MS Office and the ability to learn new systems
• Understanding of the King County Metro and regional Fare Media Products
• Demonstrated knowledge of developing and utilizing tracking systems, data collection and analysis, and reporting
• Demonstrated skill in customer support and relations, and in the ability to communicate with diverse audiences in a tactful, diplomatic and sensitive manner
• Strong attention to details, as well as the ability to see how they fit into larger goals and objectives
• Demonstrated interpersonal skills, including the ability to effectively build and sustain positive relationships with people from diverse cultural, professional and socio-economic backgrounds
• Demonstrated skill in training, teaching and providing effective direction to others
• Demonstrated ability to work well with others and support a team’s success
• Demonstrated skill in working effectively and making sound decisions, even under stressful conditions
• Demonstrated experience promoting fairness, respect, inclusiveness, integrity, and ethical conduct in the workplace
• Demonstrated skill in planning, problem solving and setting appropriate priorities
• Excellent oral and verbal communication skills and the ability to tactfully navigate sensitive topics
• Demonstrated experience being a dependable and reliable team member

Skills

• Experience with JIRA
• VASA Reporting
• Power-BI
• Excel

Benefits

King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support their health and well-being. Eligible positions receive the following benefits and have access to the following programs:

• Excellent medical, dental, and vision coverage options
• Life and disability insurance
• Retirement: eligible King County employees may participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
• Transportation program and ORCA transit pass
• 12 paid holidays each year plus two personal holidays
• Generous vacation and paid sick leave
• Paid parental, family and medical, and volunteer leaves
• Flexible Spending Account
• Wellness programs
• Onsite activity centers
• Employee Giving Program
• Employee assistance programs
• Flexible schedules and telecommuting options, depending on position
• Training and career development programs

Pay

The pay range for this position is $55,000 to $70,000 annually.

Schedule

The work week is 40 hours, Monday through Friday. The position is subject to the provisions of the Fair Labor Standards Act and is therefore eligible for overtime pay if scheduled.

Work Location

The primary location of the position is at the King Street Center, 201 S. Jackson St., Seattle, WA 98104. This will be an onsite/in-person position.

Union Representation /Job Code/Grade

Protec 17 /Job Code 733405 /Grade 57